Washington DC-Baltimore Area
As Technical Support Enablement Lead at Tenable, I bring over nine years of experience in technical support, with a focus on cybersecurity solutions. My expertise lies in facilitating case escalations, collaborating with leadership to enhance support readiness for new features and products, and mentoring advanced support teams to deliver exceptional customer satisfaction. I am driven to implement effective processes, such as introducing skills assessments to improve candidate evaluation for technical roles. My commitment to fostering collaboration across technical, product, and customer success teams ensures seamless issue resolution and consistent operational excellence.
Worked with Technical Support and Customer Success leadership to facilitate case and account escalations towards timely resolutions. Provided technical support and case management as necessary. Collaborated with technical and product leadership to ensure the support teams have the necessary tools to support new features and products. Provided the Advanced support teams with case assistance, mentoring, and support to ensure high customer satisfaction. Implemented new skills test in HackerRank to screen Technical Support Engineer candidates during the interview process. Graded results, provided feedback about candidate’s performance, and recommended whether candidate should move on to the next round of interviews.
Provided day to day support of network infrastructure including desktops, laptops, and servers Fielded users questions regarding installation and support of various software packages, network problems, and printer issues Secured laptops and desktops containing sensitive information using WinMagic SecureDoc encryption software
Supported corporate security using Symantec Antivirus and Windows Update to ensure that all critical system updates and patches were applied to all servers, workstations, and laptops Provided network, desktop, server, and laptop support to clients via phone, email, remote, and onsite support Troubleshoot network connectivity using TCP/IP tools such as ping, traceroute, ipconfig, and network hardware tools (Fluke) Installed network cabling (CAT 5E/6), patch panels, switches, and routers Responsible for researching, evaluating, and testing new products for the company to market and deploy